Overview
Under the direction of the Help Desk Assistant Manager, the Help Desk Technician role is responsible for providing technical assistance to OnPoint’s employees. Technicians will be responding to queries via phone, tickets, email, and in person.
Responsibilities
- Routine help desk ticket and work order fulfillment.
- Respond to issues via phone, email, and computer chat.
- Configure PCs, printers, and peripherals for users.
- Perform regular maintenance of systems including installing necessary upgrades, patches and service packs.
- Monitor client (PC) Windows updates; resolve issues with auto-deployment or escalate as necessary.
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Perform other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of Technology.
- Coordinate with other staff for the purpose of providing support and/or completing projects efficiently.
- Travel to branch locations to provide on-site support
- Other duties as assigned
Knowledge, Skills and Competencies
- Strong communication and interpersonal skills with demonstrated ability to communicate effectively with both technical and non-technical staff.
- Proven analytical and problem-solving skills.
- Ability to accurately and efficiently follow installation, maintenance, and processing instructions.
- Document, track, and monitor problems to ensure a timely resolution.
- Demonstrated ability to learn new skills, adapt to changing environments and show attention to detail.
- Candidate must be highly-motivated and demonstrate ability to prioritize and execute multiple tasks simultaneously.
- Ability to work independently with minimal supervision.
- Ability to occasionally work a flexible schedule or alternate shift as necessary
- Ability to provide occasional after-hours support is required
Qualifications
- High school diploma or GED required
- 2+ years of experience working with Microsoft Windows 10.
- Current Oregon or Washington driver’s license required
- Proficient with Microsoft Office, emphasis on Outlook, Word and Excel.
- Provides support services to internal and/or external users of the organization's computer systems and network.
- Competent in identifying and resolving a full range of first level problems.
- Other projects and duties assigned by manager
ADA Requirements:
Physical –
- Occasionally moves technical equipment weighing up to 50 lbs.
- Must be able to identify/recognize a variety of cable types.
- Must be able to position self to maintain and install computers/cables and other needed parts.
- Must be able to remain in a stationary position 50% or more of the time.
- Constantly operates a computer or other computer machinery.
***No relocation assistance will be provided for this position. ***
At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.
We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.
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